Customer Analytics in Retail Banking

  • What data do banks need to understand their customers and what is the best way of collecting it?
  • How can data be turned into actionable insight to deepen customer relationships?
  • How can banks use analytics to drive new customer acquisition?
  • Responding to new distribution channels: how can analytics help reduce time to market for core retail banking products?
  • What is the best way of translating analytics insight into real-time pricing and solutions?
  • How can analytics-based pricing best be used as a strategic lever for profitability?
  • What is the role of analytics in breaking banking silos?
  • Are there other sectors from which banks can draw inspiration to optimize their analytics?


Reuven Shnaps, PhD, Vice President of Professional Services, Earnix

Reuven-Shnaps100Dr. Shnaps is responsible for the management and delivery of advanced analytics and consulting projects performed by Earnix for our customers around the world. Dr. Shnaps has spent more than 15 years developing and analyzing advanced statistical and economic models. He has extensive experience in managing and implementing price optimization projects in leading insurance companies and banks in both Europe and North America. Prior to joining Earnix, Dr. Shnaps worked in the economic and statistical consulting group at Deloitte & Touche in the United States, serving corporate clients across multiple industries. He holds a PhD and a master of arts in economics from The University of Pennsylvania and a master of arts in business economics and a bachelor of arts in economics and statistics from Bar Ilan University

Alan Grogan, Chief Analytics Officer, Royal Bank of Scotland


Alan joined RBS in late 2009 to set-up the new corporate analytics capability with the aim of helping RBS optimise one of the largest customer bases and product sets in the UK. He set-up the existing large team of advanced analysts and analytical consultants who provide insight and intelligence across a multitude of areas including, but not limited to Business Strategy, Finance, Business Development, Customer Sales & Servicing, Treasury, Economics, and Technology.

Alan joined RBS from Barclays where he built up a career in Corporate Strategy & Planning and Corporate Development. He holds an MSc in Chemistry from University College Dublin and seen as a global analytics industry thought leader. He has given many interviews that have been published on the subject to The Financial Times, The Banker and, and is a regular key note speaker and conference chairman on Big Data and Predictive Analytics, including recently Marketing Week Live 2013, Customer Insight & Analytics Exchange 2013 and Big Data Strategies for Financial Services & Consumer Products 2013.

James Wycherley, Director, Customer & Market Analysis, Barclays Bank

james100James Wycherley has led customer insight and analysis at Barclays in the UK since May 2004. He heads team of analysts and insight managers who use Barclays’ extensive customer database and marketresearch capabilities to generate insights about retail banking customers and product markets. He has led a number of strategic segmentation exercises, and has been instrumental in developing Barclays knowledge of customer value, behaviour and transactions. He has also been the site executive at Barclays Westwood Park campus near Warwick University.

James has chaired Marketing Week’s Financial Services Insight conference six times, as well as conferences on customer retention and data analysis. He has been the headline speaker at conferences in Sydney, Dubai, Malmo, Rome, Paris, Brussels and Amsterdam.

James holds honours degrees from the Universities of Southampton and Manchester, and a post-graduate degree from Ashridge Business School. He has lectured at the Ashcroft International Business School, and in June 2013 became the first chairman of the Insight Management Academy advisory board.

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